In general, you can always ask for a refund if the service has not been started yet, or change your order into something else with a credit refund.
As per our terms and conditions, the service is considered as started once a pro player has been found and the order has been organised. After the service's start, you can:
1. ask for a cash refund if we do not complete it within double the ETA (in that case, we are obliged to give you your money back for the part of the order that was not completed yet)
2. still change your order by requesting a credit refund
In any case, if you experience delays caused by us or our player, we will always offer you a compensation (partial refunds, future discounts, website credit, or similar) even if it is not a cash refund case. We are on your side!